Queue Setup

Overview

The Queue extension is mandatory if you want to implement a call center functionality.

Define the general settings and customize specific queue extension options. Note that you may skip this step and come back any time later on by clicking the Queue Setup icon available in the extension's management page.

In the sections below, you can find detailed information about the options available for configuration in order to suit your needs.

Queue General Preferences

This section allows to set up basic Queue extension related options like renaming the queue or modifying its size and call distribution algorithm.

Option	Details
Queue Name	Provide a descriptive name for the queue.
Queue Size	The maximum number of callers waiting to talk to an operator. If you do not want to limit the queue size, select the Unlimited option.
Call Distribution Algorithm	Choose the methods of assigning calls to queue operators.
Wait for <x> seconds before retrying all agents again	After ringing all operators according to the queue's call distribution algorithm, the application waits for <x> seconds before restarting the process. Between: 3 to 900 seconds. Default: 20 seconds.
Service Level Agreement	This parameter, useful for queue statistics, defines the percentage of answered calls from the total numbered of received calls within the SLA specified in this text box. Between: 3 to 9,999. Default: empty. For instance, if you set up SLA to 10 seconds and 20 calls are answered in less than 10 seconds, then SLA = 100%. If only 10 calls were answered in less than 10 seconds and the other 10 in more, then SLA = 50%.
Record All Queue Conversations	Allows all the calls taken by the queue operators to be recorded. Enabling the call recording will allow you to manage the extension's recordings sharing by editing its Roles and phone numbers.